1. Australian Consumer Law

This policy operates alongside the consumer guarantees and remedies available under the Australian Consumer Law. Nothing in this policy or our 12-month voluntary warranty excludes, restricts or changes a right or remedy that cannot lawfully be excluded.

2. Faulty, damaged or incorrectly supplied goods

Contact Elite Sunbeds Australia as soon as practical if a product arrives damaged, is faulty, is materially different from its description or is not the product ordered. Please provide your proof of purchase, product model and serial number, a description of the issue and supporting photographs or video where useful.

A faulty product does not need to be unused or in its original packaging for a customer to seek an Australian Consumer Law remedy. Sale-priced products have the same consumer-guarantee rights unless a specific fault was clearly disclosed before purchase.

3. Hapro products and our warranty

Claims involving Hapro machines or parts purchased from Elite Sunbeds Australia should begin with us as the selling dealer. Do not send a machine or part directly to Hapro unless we provide written instructions. We may coordinate assessment, parts or service with Hapro where appropriate.

Our 12-month voluntary warranty and any separate Hapro manufacturer warranty operate in addition to Australian Consumer Law rights. See our Warranty page for coverage, exclusions and the claim process.

4. Major failures

If a product has a major failure under the Australian Consumer Law, the customer may choose a refund or a replacement of the same type. A major failure can include a product that is unsafe, substantially different from its description, or unable to perform its normal purpose and cannot be fixed easily within a reasonable time. Other compensation may also be available where the law provides it.

5. Minor failures

If the failure is minor, Elite Sunbeds Australia may choose to repair the product free of charge within a reasonable time. If we cannot or do not repair it within a reasonable time, the customer may be entitled to another remedy under the Australian Consumer Law.

6. Change of mind

Elite Sunbeds Australia is not required to accept a return because a customer changes their mind, finds a cheaper alternative or decides they no longer need the product. Any change-of-mind return is considered individually and must be approved in writing before anything is transported.

Customised, made-to-order, specially imported, installed or used machines and parts will generally not be accepted for change of mind. If a discretionary return is approved, the required condition, packaging, freight arrangements and any reasonable disclosed charge will be agreed in writing first. These conditions do not apply to a return required by the Australian Consumer Law.

7. Return authorisation and assessment

Do not dismantle or send a machine or part before receiving return instructions. We may reasonably inspect or arrange assessment before confirming the cause of the issue and the appropriate remedy. If the product may be unsafe, stop using it and disconnect it from power where it is safe to do so.

8. Freight and collection

Customers are responsible for returning goods that can be posted or easily returned. For faulty products that are large, heavy, installed or difficult to remove, Elite Sunbeds Australia will arrange collection or pay reasonable transport costs where required by the Australian Consumer Law.

If a fault is confirmed, reasonable return costs already paid by the customer will be reimbursed where required by law. If assessment finds no fault, collection or inspection costs may be payable only after a reasonable estimate has been provided.

9. Refunds

An approved refund for a major product failure will be for the amount paid and will normally be returned using the original payment method unless the customer agrees otherwise. Processing time after issue may depend on the customer’s financial institution.

10. Contact details

Return requests can be started through our contact page, by emailing elitesunbedsAU@gmail.com or by calling 0402 456 694. Customers should keep the product and all supplied components secure until return or collection instructions are provided.